As you know, customers are the most valuable asset to your business, so it is important to invest in keeping them happy. Did you know that each unhappy customer will tell an average of ten potential customers about their dissatisfaction? That’s a staggering thought. There’s a lot more at stake than you may realize when a customer becomes upset. You have to consider the potential loss of their future business in addition to the cost of potential new customers. On average, it costs five times more to acquire a new customer than to retain satisfied customers. Now, that’s not to say we don’t need new customers. But what if we balance the satisfaction of our current customers in addition to acquiring new ones?
Next time you are faced with an opportunity, here are 6 steps that will help demonstrate your commitment to the customer:
1 – Listen. Especially in Customer Support, it’s in our nature to want to solve the problem right away. But by listening first, you might hear something differently than you first assumed. Be an active listener. Take notes and summarize what you heard to ensure you completely understand the matter at hand.
2 – Remain calm. Emotions can run high, especially in the heat of the moment. Remind yourself that you are here to help, and remove your emotions from the situation.
3 – Don’t take it personally. When an individual is frustrated, it may feel like it is being directed at you. Remind yourself that it he or she is frustrated with the situation and not you personally.
4 – Provide regular updates. Nothing is worse than the waiting game. Even if you don’t have all of the answers, keep the customer updated on the steps you’re taking to resolve the issue so they will understand it is important to you and to the company.
5 – Pick up the phone. In today’s email and social networking world, a message can be interpreted many different ways. To avoid miscommunication, pick up the phone and have a conversation.
6 – Find a solution and follow-up. Most importantly, provide a resolution and follow up with the customer to close the loop and ensure they feel the situation has been resolved.
HON’s Customer Support members live by these steps. We understand the opportunity to not only help our customers, but to also demonstrate our loyalty and commitment to them. What additional best practices do you follow?